Anyone with the job of delivering IT services to a business doesn’t need to hear about the new business normal – they’re living it every day. Being driven to do more with less has been their normal for upwards of 10 years but what’s changed recently are the options available to them for running the applications they depend upon to get their jobs done and support their users. With advent of proven SaaS service management applications IT teams now have options when faced with the need to improve the services they offer their existing service offerings or simply figure out a simpler way of doing things since implementing 15 or more ITIL processes is laughable given current budget realities.
So, what are the things you should be thinking about when looking to implement your next generation service desk?
First off, you should be looking at how you can leverage the best of what ITIL has to offer as delivered in a solution that doesn’t require you hire an army of coders to make it do what you want to do. Legacy on premise solutions are infinitely configurable and are pretty impressive in what they can deliver provided you have the requirements, budget and time to get them up and running. Even some of the newer leading service management SaaS solutions whose operational design dates back to the late 90’s are based around the idea that if you throw enough resources at the solution post deployment it too can do everything you need– implementing as may ITIL processes as you can handle.
Unfortunately, although saving time and costs in “standing up” the solution, this is only the tip of the iceberg. The time it takes to actually get things up and running the way your business needs them is the true test of how “SaaS”-like the solution truly is. I mean how many coders do you need to make your favorite cloud app like Facebook, LinkedIn or Evernote work? You expect to get a log-in and password and get going with maybe a few minor changes that end users can do without ever touching a line of code. So it is with Nimsoft Service Desk, it was designed not to be infinitely configurable – get a login and password and start being productive, the way SaaS apps should be.
Sure, we can modify how workflows function and tailor them to your business, but that’s about it. Sorry about that to all you ITIL ninjas out there – and don’t take our word for it, listen to George Spalding from Pink Elephant discussing how to keep it simple when thinking about how to implement your next service desk solution.